Respond to tickets escalated from the helpdesk and provide end user support around hardware, software,and connectivity.● Provide root cause analysis on repeat incidents to provide permanent fix.● Responsible for a broad scope of operational support, project-based requirements and install, move, add,and change (IMAC) requests.● Carry out floor walking and proactive checks to ensure optimal availability of IT systems and devices.● Diagnose errors or technical problems and determine proper solutions.● Collect and analyze performance data to provide technical assistance.● Registering new devices on to the asset register, managing the asset lifecycle through to disposal andrecycling.● Followed up with clients to verify optimal customer satisfaction following support engagement andproblem resolution.● Responded to faults in both LAN and WAN networks to rapidly restore connectivity and preventunnecessary downtimes.● Send out Notifications on planned maintenance or outages.● Approve all timesheets from technicians● Make the monthly schedule for all the technicians● Attend projects meetings and daily briefings● Activate accounts for clients interested in new services● Assure that no tickets breach SLA● Assure all tickets are being followed up and notes are being updated properly.